Business Analyst - Customer Service Centre

Tender description

Summary of the work We require an experienced Business Analyst capable of supporting the Customer Service Centre project team and create and document the new process and procedures flows. Specialist role Business analyst Expected Contract Length 7 months Latest start date 31/10/2016 Maximum Day Rate £600 per day Who Speclialist Work With The Business Analyst will be required to work within a team of specialists in order to deliver the project and consists of : Project Manager Service Delivery Manager Business change and training lead Technical consultant – case tool The Service Delivery Manager will also be required to work with: Head of Customer Strategy Customer Strategy team CIO Corporate PMO Head of Architecture Head of IT Security Head of Business Solutions Head of BI/BI specialist Head Service Operations Internal IT teams External Suppliers What Specialists Work On The Business Analyst responsibilities include: - take the Non-functional and Functional requirements from the project team and create level 5 and 4 processes - Work with Service Delivery Manager to produce process and procedures documents required to operate the Customer Service Centre - Assist the creation of process documentation and training materials required to operate the Customer Service Centre - Assist the creation, documenting of SLA,OLA for all appropriate Business and Client areas - Assist the creation of all reporting requirements and embed into BAU operation Skills & Experience • Facilitate requirements gathering and process design workshops when required • Educating business users responsible for owning, managing and operating business processes • Applying specialist knowledge of business process modelling notations when documenting processes Nice to Haves • Identifying current state of processes; eliciting useful and harmful attributes; documenting models of the processes; facilitating stakeholder groups to consensus regarding new business process designs • Interview process participants to understand exactly how their processes work by eliciting information on how the processes actually work before documenting their definition and attributes • Develop high-quality and consistent process information using visual diagrams in the form of business process models – following a pre-defined standard as set by the team • Analyse process models as they are – where appropriate, compare them to the future and improved designs and determine the necessary changes for arriving at the improved state • Design and plan the implementations of business process and manage any subsequent changes to them • identify, document and analyse business rules that govern the implementation of business processes • Examine processes holistically to understand the impact of changing them on people, strategy, systems and general business operations Work Location London Working Arrangments The specialist is expected to be self-managed and proficient in asking the right questions to elicit requirements and information. The specialist will be proactive and will schedule required workshops with relevant stakeholders and will organise the sessions to maximize the value from the stakeholders involvement. It is anticipated that for the duration of the assignment, the specialist will be based onsite at NHSPS premises. Any incurred expenses will need to be factored into the day rate. Own laptop and required software is to be provided by the specialist. Access to guest wi-fi networks will be provided by NHSPS. No. of Specialists to Evaluate 3 Cultural Fit Criteria • Able to work on their own and under supervision as required • Able to effectively communicate with C-Level and Heads of department customers • Works in a collaborative & open manner to develop the organisations internal teams Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. The specification states 'latest start date' as 31/10/2016; the closing date for bids is Tuesday 1 November 2016. Can you confirm what date you wish the specialist to start. The successful candidate will start early/mid November 2. Does the role require any level of Security clearance? No security clearance required.